Customer Care Representative

Customer Service Jobs in Kenya This company was formerly known as SmartCook Energy. Last-mile energy networks for Africa’s cities. Smarter commerce for urban Africa. Unique rich media delivery platforms. Our mission is to improve life for everyone in Africa’s cities. We are looking for people who share our passion for technology and our vision for global impact.Your RoleAs Customer Care Representative, you will play a front-line role in resolving customer issues and ensuring customer satisfaction. You will answer questions about KOKO, address complaints, resolve issues and drive customer satisfaction and retention.What You Will Do Answer inbound phone calls from current and prospective KOKO customers and agentsPlace outbound phone calls to current customers to solicit feedback, provide support and drive KOKO Fuel consumptionConduct in-person field visits to current customer to deliver the highest quality of supportAddress customer questions and concerns to ensure satisfactory issue resolutionGive voice to KOKO customers by understanding and reporting recurring questions and issuesCommunicate openly and honestly with KOKO customersBuild, manage, and maintain strong, positive customer relationshipsFollow existing KOKO Customer Care processes and escalate customer queries and issues to management, as appropriate What You Will Bring to KOKO 1+ year of work experience, preferably in a customer service rolesStrong phone contact handling and active listening skillsEmpathetic customer orientation and ability to adapt and respond to challenging situationsExcellent written and oral communication skillsProficiency with Gmail and Google Suite (Docs, Sheets, Slides)Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferredAbility to multitask, prioritize, and manage time effectivelyResults orientation and comfort in a performance-driven work environmentPositive, upbeat attitude ready to support KOKO’s customers and agentsProficiency in English and Swahili